BOSTON, MA--(Marketwire - February 11, 2010) - The latest research report published by the
Aberdeen Group, a Harte-Hanks Company
(
NYSE:
HHS) entitled
The Chief Service Officer's Guide to Service
Revenue found that leading organizations are looking to their service
resources to generate sustainable and predictable revenue streams to help
support margin initiatives. As such, these organizations look to generate
nearly 40% of their overall revenue from the service side of the business
in 2010, as compared to 35% in 2009.
"At the 2009 Chief Service Officer Summit, 31% of CSOs stated that revenue
generation was their top goal for 2010," said Sumair Dutta, senior research
analyst, Aberdeen Group. "Our recent research confirms that trend -- with
86% of organizations claiming that they have service revenue goals in place
for 2010 and that the attainment of these goals is extremely vital to the
financial and operation performance of their organization."
Research findings in
The
Chief Service Officer's Guide to Service Revenue report indicate that
top performing companies are nearly two times as likely as all other
companies to leverage contract management and end-to-end service management
solutions to support their revenue generation efforts. Along with an
increased use of customer relationship management solutions, the revenue
generation technology roadmap for these organizations mirrored their stated
strategic actions around increased customer visibility, improved
collaboration and enhanced contract management. As such, these firms
exhibited the following:
-- 15% increase in total service revenue over the last 12 months as opposed
to a 1% decrease for all others
-- A 90% level of customer retention compared to a 74% performance for all
others
-- A 85% current contract renewal rate when compared to a 53% performance
for all others
A complimentary copy of this report is made available due in part by the
following underwriters:
Encover, Inc.
and
Astea International.
To obtain a complimentary copy of the report, visit:
http://www.aberdeen.com/link/sponsor.asp?cid=6315
Visit
Research.Aberdeen.com for
additional access to complimentary
Service
Management Research.
About Aberdeen Group, a Harte-Hanks Company
Aberdeen provides fact-based research and market intelligence that delivers
demonstrable results. Having queried more than 30,000 companies in the
past two years, Aberdeen is positioned to educate users to action: driving
market awareness, creating demand, enabling sales, and delivering
meaningful return-on-investment analysis. As the trusted advisor to the
global technology markets, corporations turn to Aberdeen for insights that
drive decisions.
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context for the global direct and targeted marketing company. Aberdeen's
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Harte-Hanks brings to the market. For additional information, visit
Aberdeen or call (617) 854-5200, or to
learn more about
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call (800) 456-9748.
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